If you see a purchase you don't recognise, it's important to review the transaction and take steps to protect your account if necessary.
What should I check before reporting an unrecognised purchase?
Some transactions may appear differently from what you expect.
Before reporting an unrecognised purchase, check:
The store name, as it may appear differently on your account
Whether a family member or partner may have used your card
Whether the purchase relates to a previous transaction
You should also check whether the transaction is:
A subscription payment
A repayment for a Pay over 6 weeks purchase
A repayment for a Pay monthly purchase
A Snooze fee
When should I be concerned about an unrecognised purchase?
When should I be concerned about an unrecognised purchase?
Review your account carefully if:
You do not recognise a purchase
You think someone else may have accessed your account
You're concerned someone may have seen your card details
You received emails from Zilch but did not sign up for an account
You've lost the device you use to access your Zilch card
How can I help keep my account secure?
How can I help keep my account secure?
If you think your account may have been compromised, take the following steps.
Freeze your Zilch card
Freeze your Zilch card
To Freeze your Zilch card:
Open the Zilch app.
Go to Account.
Select Zilch card settings.
Tap Freeze card.
Change your password
Change your password
If you're concerned about account security, reset your password.
Log out of the Zilch app and select Forgotten password to create a new password.
Contact your bank
Contact your bank
If you're concerned that your linked debit card has been compromised, contact your bank and ask them to cancel the card and issue a replacement.
What should I do if I think my account has been compromised?
What should I do if I think my account has been compromised?
Fraud and unrecognised purchases can be stressful.
If you're concerned about fraud or account security, follow the steps above to help protect your account and review our article about How to contact Zilch if you need further assistance.